SHIPPING RATES & TRANSIT TIMES

We use these courier services depending on where you live:
UK (including NI, Scottish Islands & Highlands, Channel Isles, Isle of Man, Isle of Wight and the Scilly Isles) - Royal Mail
Rest of the world - Royal Mail International

Transit Times

Orders leave our warehouse Monday to Friday. Our warehouse is closed on Saturdays, Sundays and bank holidays.
We dispatch all orders the same working day if ordered by 12pm GMT UK time. If your order is placed after 12pm your item/s will be shipped on the next business day. Our shipping couriers will deliver packages Monday-Friday.

Shipping Rates

Your shipping rate will be calculated at checkout based on your address and the shipping option chosen, unless you qualify for free shipping, in which case this will apply at checkout automatically.

Your Shipping Options At Checkout

UK only - Royal Mail 2nd class standard - budget friendly/no rush service.
This option allows us to see when the package has been delivered but does not provide a trackable journey. Royal Mail 2nd Class aim to deliver within 2 -3 business days, although this is not guaranteed or tracked. If you require your order tracked or guaranteed express delivery (next working day) please select the DHL shipping service instead.

Royal Mail - International shipment (Europe and rest of the world)
Transit times Europe 3-5 Business Days
Transit times Worldwide (non-Europe) 5-7 Business Days

Royal Mail aims to deliver most packages within the above time frame. The service is fully tracked from the start of its journey to the end. Providing that you have provided us with your email address and telephone number (in the correct format) you will receive updates regarding your parcel’s delivery. You do not need to sign for this service. Royal Mail may leave your parcel in a safe place or with a neighbour. By using this service, you agree to agree that you are happy with this arrangement.

These timings are a guide only and may be extended depending on where you live (remote, or hard to reach areas). If you require a very fast service, please select our DHL Express option at checkout (usually reaches most destinations in 3 business days).

Free Shipping
UK orders that exceed £45 qualify for free shipping.
International orders that exceed £200 qualify for free shipping.

(This is the total of your shopping basket excluding the shipping costs and any promotional discount you receive via a discount coupon).

If you qualify for free shipping, your package will be shipped free of charge via Royal Mail for UK customers, or for international orders Royal Mail International (3-5 business days).

If you qualify for free UK shipping (Royal Mail 48) but you require your package quickly, you can upgrade to Royal Mail Special Delivery (Next Day) at checkout which will override the free Royal Mail shipping, and you will be charged the cost of that upgraded shipping (£6.90).

*A small number of remote countries/locations are exempt from free shipping*

Customs Charges (International shipments only).

If you order products from our website for international delivery, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. It is the responsibility of the person placing the order to check if any duty fees will be due on arrival to the destination country as all countries have their own rules and percentages of charges. Please note that we have no control over these charges and you, as the buyer, will be responsible for payment of any such import duties and taxes. Occasionally packages can get held in customs for further checks, neither us nor the courier has any control over the timescale of this.

Please note that you are within your rights to refuse a package on its arrival if you decide that you do not wish to pay any additional charges. The package will be returned to us at your own risk and a refund will be provided upon its arrival back to our warehouse, minus the original shipping fee (unless you qualified for free shipping) and any return fees that we, at Eyelash Excellence, may incur due to the refusal of the package.

Damaged Packages

In the event that your package is damaged/open on delivery and items are either missing or damaged, you must not discard of the packaging. Our couriers require photographic evidence of the damage/packaging for Eyelash Excellence to be able to initiate a claim. If you cannot provide us with this evidence, then we will be unable to replace or refund your items. Please email us at [email protected] with photos of the packaging, the damaged item/s, and any details regarding the damages. We will then prepare a claim to enable our courier to investigate further.

Lost Packages & Delays - Royal Mail

Royal Mail is not a guaranteed service therefore it is not unusual for your delivery to exceed your expected delivery date. We do not recommend using this service if you require your package quickly or by a particular date.

Royal Mail do not consider packages to be lost until 13 working days past the expected delivery date. If you are concerned your package is lost, please contact us on the 13th day of your expected delivery date. You can contact us at [email protected] to report a lost package.

Eyelash Excellence will not be held responsible for customers incorrectly inputting address details at checkout. Our shipping systems automatically print the labels based on the address our customers enter so it is important that you double check the address is correct before submitting your order.

What happens if I realise my address is incorrect after it has been shipped?

Eyelash Excellence is unable to edit addresses or intervene with shipments after the items are shipped.

If your item has already been shipped, depending on the courier used, you may be able to access and edit the shipment address details when you receive your tracking information via email. If this is not possible the shipment, although not guaranteed, will be returned to our warehouse by the courier (the timeframe is depending on the location but in some cases can take many weeks).

When the shipment is returned to our warehouse, we will contact you immediately for your instructions on what you’d like us to do next. You can choose a full refund (minus any shipping charges), a credit note (minus any shipping charges), or we can provide you with an invoice to pay to reship the package. Eyelash Excellence will not reship the package free of charge.

Postal Strike Action

Eyelash Excellence will not be held responsible for any delays due to strike action. Parcels that are held due to strike action will eventually pass through the postal system for delivery.